Troubleshooting and Supporting Windows 7 in the Enterprise

Overview

This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment.

This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.

By the course’s end, delegates will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally, delegates will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues in an enterprise network environment:

Startup

Group Policy

Hardware and device driver

Performance

Network connectivity

Remote connectivity

User profile and logon

Security

Applications

Target Audience:

The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization.

EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.

EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.

Those intending to take the 70-685: MCITP: Microsoft Windows 7 Enterprise desktop Support Technician exam

Or

the 70-682: MCITP: Upgrading to Microsoft Windows 7 MCITP Enterprise Desktop Technician exam will also benefit from attendance at this course.

Outline

This module describes the steps involved in establishing and using a typical troubleshooting methodology. It also covers the job role and responsibilities of the EDST.

Lessons

Lesson 1: Introduction to the EDST Job Role

Lesson 2: Overview of Troubleshooting Steps

Module 2: Troubleshooting Startup Issues

This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.

Lessons

Lesson 1: Overview of the Windows 7 Recovery Environment

Lesson 2: Configuring and Troubleshooting Startup Settings

Lesson 3: Troubleshooting Operating System Services Issues

Lab : Troubleshooting Startup Issues

Exercise 1: Resolving a Startup Problem (1)

Exercise 2: Resolving a Startup Problem (2)

Module 3: Using Group Policy to Centralize Configuration

This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues.

This module helps delegates troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers.

Lessons

Lesson 1: Overview of Hardware Troubleshooting

Lesson 2: Troubleshooting Physical Failures

Lesson 3: Monitoring Reliability and Performance

Lesson 4: Configuring Performance Options in Windows 7

Lesson 5: Troubleshooting Device Driver Failures

Lab : Lab A: Resolving Hardware Device and Device Driver Issues

Exercise 1: Resolving Hardware Issues

Exercise 2: Configuring Group Policy to Control Device Installation (optional)

Lab : Lab B: Troubleshooting Performance-Related Issues

Exercise: Troubleshooting a Performance Problem

Module 5: Troubleshooting Network Connectivity Issues

This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections.

Lessons

Lesson 1: Determining Network Settings

Lesson 2: Troubleshooting Network Connectivity Issues

Lab : Troubleshooting Network Connectivity Issues

Exercise 1: Troubleshooting a Network Problem (1)

Exercise 2: Troubleshooting a Network Problem (2)

Module 6: Troubleshooting Remote Connectivity Issues

This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues.

Lessons

Lesson 1: Troubleshooting VPN Connectivity Issues

Lesson 2: Using Remote Desktop

Lesson 3: Troubleshooting User Issues by Using Remote Assistance

Lesson 4: Troubleshooting NAP Issues

Lesson 5: Troubleshooting DirectAccess Issues

Lab : Resolving Remote Connectivity Issues

Exercise: Resolving a Remote Connectivity Problem

Module 7: Troubleshooting Logon and Resource Access Issues

This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access.

Lessons

Lesson 1: Troubleshooting User Logon Issues

Lesson 2: Troubleshooting User Profile Issues

Lesson 3: Troubleshooting File Access Issues

Lesson 4: Troubleshooting File Permissions Issues

Lesson 5: Troubleshooting Printer Access Issues

Lab : Troubleshooting Logon and Resource Access Issues

Exercise 1: Troubleshooting Offline Files

Exercise 2: Troubleshooting a Missing Drive Mapping

Exercise 3: Troubleshooting Missing Files in My Documents

Exercise 4: Troubleshooting a File Access Issue

Module 8: Troubleshooting Security Issues

This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs delegates how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, delegates also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues.

Lessons

Lesson 1: Recovering Files Encrypted by EFS

Lesson 2: Recovering BitLocker-Protected Drives

Lesson 3: Troubleshooting Internet Explorer and Content Access Issues

Lab : Troubleshooting Security Issues

Exercise 1: Recovering a BitLocker-Protected Drive

Exercise 2: Troubleshooting an Internet Explorer Security Issue

Module 9: Troubleshooting Operating System and Application Issues

This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates.